Gestionnaire Opérations (service Client)

Job Opportunity: Service Client Leadership

Are you recognized for your inspiring leadership and your ability to shine a team? Do you like optimizing processes while placing the client at the heart of your decisions? This opportunity is for you.

What You Will Do

• Supervise and optimize the operations related to customer service, ensuring an exceptional customer experience.
• Coach, mobilize and develop a high-performing team, while creating a positive and collaborative work environment.
• Contribute to human resources management: participation in recruitment, integration, training and skill development, in collaboration with HR.
• Ensure compliance with internal policies and the collective agreement, while maintaining a harmonious working climate.
• Propose and define key performance indicators (KPI) for customer service agents, set clear and measurable objectives, and ensure regular follow-up to guarantee the achievement of the targeted results.
• Identify opportunities for improvement and actively participate in strategic projects.
• Plan and optimize the use of resources to support the overall performance of the organization.

What We Are Looking For

• 5 years of experience in team management in an operations and/or customer service context.
• Experience in human resources management (hiring, integration, coaching, talent development).
• A positive, mobilizing and results-oriented leader.
• Clear and professional communication, in French and English.
• Strong organizational and analytical skills.
• Experience in a unionized environment or in a call center (an asset).

What We Offer

• Permanent full-time position in Saint-Jean-sur-Richelieu.
• Competitive salary according to experience.
• Group insurance, pension plan and paid leave.
• Three weeks of vacation from the first year, plus personal days.
• A key role where your ideas and leadership will have a real impact.

Ready to take on the challenge? Apply now and contribute to building an exceptional customer experience.